Who's to blame? CS, Casino Manager or Me?

[The_Bhoy]

Hi guys, first post here... Unfortunately (as I'm sure is the case with a lot of new posters here) it's because I'm having problems at a casino.

I'm not going to say who it is yet since I'm still waiting to here back again from the casino manager in question (but I'm not too hopeful since the first reply I had just said "sorry, but too bad"). I also know of at least one other person who is having this same problem.

Basically I deposited for a bonus with WR of 20x bonus, with the bonus credited a couple of days after the deposit (deposited on Fri, bonus was set for issue on Sun). I decided I'd like to, if possible, play through the WR before the bonus was issued since I had Saturday free but would be working for the next few days after that.

To make sure this was ok I spoke to one of the Casino's live chat CS reps and asked explicitly if this was allowed. He took a moment to think about it, then said yes. I then played through the WR and contacted another CS rep you said I had played the required amount in the allotted time.

Having played through the WR and had the bonus issued the next day I tried to cashout only to get an automated message saying I hadn't met the WR for the bonus. I spoke to a CS rep and she said I had to do ALL of the WR again to cashout! I then told here of previous conversations with the other CS reps and she told me to contact the casino manager directly who should be able to sort things out.

After 3 e-mails I finally got a response saying "Sorry, but the CS rep made a mistake. You have to do all the wagering again. I think he thought you meant can I ever withdraw the bonus...".

I'm astounded that they can claim this, especially since I sent screenshots of the CS conversation I had! I'll attach them here and you can decide for yourself if there is any dubiety over what I asked and what the CS responses were.

I've not PAB yet, but if I don't get a reasonable reply for the casino manager I'll be complaining to their license issuer and PAB!

Here are the screenshots (edited to protect the guilty):

P.s. If anyone knows (or think they know) what casino I'm talking about please don't mention the name here as I want to give them a fair chance to sort this out before people start getting on their back!

 

[The_Bhoy]

Anyone got any thoughts on this?

 

[Casinomeister]

I think everyone is waiting to find out what casino it is.

 

[The_Bhoy]

I think everyone is waiting to find out what casino it is.

Ah, I see...

How long do you think is a reasonable for me to give them to sort it out it then? Or, for that matter, to get back to me?

It took a day and a half for the first response and it's been about 12 hours since my last e-mail...

I spoke to the other guy I know that had the same problem. He just got tired of the hassle and played the extra WR, with the result being he finished with his deposit and nothing more. The problem for me from doing this, though, is that he still had almost the whole bonus after playing through the first time, so he was effectively starting from the same postion again anyway. In my case I lost almost all of the bonus the first time round, so in all likelihood having to playthrough again would cost me a decent amount of my money.

 

[Casinomeister]

Go ahead an PAB, and I'll see if I can get to it tomorrow. As a courtesy heads up, you might want to email the manager a link to this thread - or check if the casino has a rep listed here:
Old URL and PM them.

 

[The_Bhoy]

Ok, thanks a lot for the quick reply mate.

I'll go fill out the PAB form just now...

Had a look through rep list earlier today, but couldn't see one listed unfortunately.

 

[The_Bhoy]

Problem Solved!

I just like to say big thanks to Bryan who managed to get this sorted for me!

In the end he got them to admit they were wrong and waive the additional wagering they asked me to do, plus they gave me 15 as compesation.

I would've been happier just to have been allowed to withdraw a few weeks ago, but I'm pretty sure I couldn't have gotten this resolved without Bryan's help so we're lucky he's around! :notworthy

 

[nektar4d]

nice news!

Glad your problem was solved.
It was so unfair...congrats to Bryan.
Perhaps now u can reveal which casino was?
sceenshots seem playtech help...

 

[The_Bhoy]

I suppose I can now reveal who it was... Casino Del Rio!

I'm glad they eventually saw sense and admitted their mistake, but I did get the definate impression they had no interest in listening to my concerns until Bryan spoke to them...

 

[elscrabinda]

I've had two cases of blatant theft by casinos which have suddenly sorted themselves out by the mere mention of Bryan at Casinomeister. I try not to do it in a threat kind of way but they know of the bad PR it could cause. That and they are actually 'accredited' here.

The man carries great weight in this industry. All credit to him

 

[Rah]

Good thing you had it cleared up; you were definitely right with your claims, on the other hand you should have known that such "deals" with CS can be troublesome.

 

[mary]

FYI: Fortune Lounge casinos have it in their T&C that any wagering of the deposit before the bonus is granted won't count in the WR. Only wagers after the bonus has been granted count.

Stupid rule.

 

[Casinomeister]

I've had two cases of blatant theft by casinos which have suddenly sorted themselves out by the mere mention of Bryan at Casinomeister. I try not to do it in a threat kind of way but they know of the bad PR it could cause. That and they are actually 'accredited' here.

If and when you have any problem like this with ANY casino listed here, you gotta let me know - resolved or not.

 

[Casinomeister]

FYI: Fortune Lounge casinos have it in their T&C that any wagering of the deposit before the bonus is granted won't count in the WR. Only wagers after the bonus has been granted count.

Stupid rule.

That is stupid, but if that's the case, any winnings produced off of the deposit before the bonus is added should be honored.

 

[elscrabinda]

If and when you have any problem like this with ANY casino listed here, you gotta let me know - resolved or not.

For the record, although both are completely resolved, it was Spin Palace plucking numbers out of a hat when inventing wagering requirements, thus refusing cashouts and removing bonuses, and Vegas joker who lived up to their name when trying to pull the "management reserves the right.." nonsense on me. Each time after playing a lot of increasingly angry email tennis, I just told them I would be happy to continue the discussion on the Casinomeister forums and lo and behold, Spin Palace bothered to take notice of the evidence I was constantly presenting them with, and Vegas Joker decided that not crediting a 50 bonus when I had just lost 250 was a little churlish.

 

[chuchu59]

FYI: Fortune Lounge casinos have it in their T&C that any wagering of the deposit before the bonus is granted won't count in the WR. Only wagers after the bonus has been granted count.

Stupid rule.

That is stupid. It wont be,however,if it says that the wagering does not count before a bonus is 'claimed'.